Suzano, the world's largest producer of market pulp and a global reference in the manufacture of bioproducts developed from the cultivation of eucalyptus, seeks to maintain a direct and continuous dialogue with the population of Ribas do Rio Pardo (MS), where it builds its new cellulose. Through the Urban Dialogue project, the company's Social Development team identifies, analyzes and resolves any changes in the daily lives of local residents due to the presence of lodgings, republics and hotels in the city dedicated to the accommodation of construction workers.
The work consists of carrying out continuous visits by project agents to people who live close to these facilities, in which they guide residents on which channels to use in cases of doubts, denouncements or complaints. The indicated channels are, firstly, the project's own WhatsApp, (67) 99918-1949, which can be activated if the person knows or suspects any problem related to the accommodation or attitudes of the company's employees; Suzano's Ombudsman numbers – (11) 9 7258-5356 and 0800 771 4060; and also the numbers for complaints related to violence against children and adolescents (DISQUE 100), against women (DISQUE 180) and for urgent cases (DISQUE 190 – Military Police).
“By choosing Ribas do Rio Pardo as the headquarters for the new unit, Suzano set out to contribute to the socioeconomic development of the municipality by acting on several fronts, such as the social area. Therefore, acting in line with our guideline that says that “it is only good for us if it is good for the world”, by keeping open the channels of dialogue with the population through the Urban Dialogue, we are establishing a more collaborative and protective relationship in locations that deserve greater attention”, says Maurício Miranda, Director of Engineering at Suzano.
Team performance
At first, the Urban Dialogue teams identify the workers' homes, as well as the surrounding areas. Next, they map the neighborhood to define the points that need more attention, always focusing on places with a high flow of women, children and adolescents. After the diagnosis, these more sensitive places are visited every 40 days, while the other areas are visited every 90 days or whenever a resident activates the communication channels with a specific demand.
The strategy of the Urban Dialogue includes two service modalities: the DUR (Urban Meeting Dialogue), used in areas with greater circulation of people and the DUI (Individual Urban Dialogue), a closer contact that allows Suzano agents to have direct contact with each neighbor, allowing residents to have information on which channels to seek when faced with a need for dialogue.
So far, two phases of the project have been carried out, totaling 586 dialogues so far, and the second phase is still in progress. Among the dialogues carried out, 66% of them did not result in demands, 26% presented demands that were not addressed to Suzano, whose investigation and dealings were the responsibility of authorities and public authorities, 4% presented complaints involving operational areas and in 4% of cases the demands were forwarded to the company's Ombudsman.